Can't add custom email account

[Don J]

Hi,

I can't add a custom email account in Jira Service Desk. 

Nothing happens when clicking the three buttons in the bottom. 

I have tried multiple browsers with all extensions disabled but nothing happens. 

Any clues why? 

[Angélica Luz · Accepted solution]

Hello Don,

Welcome to Atlassian Community!

This issue usually happens when we migrate from one instance to another. Not sure if that’s was your case, but to fix this we need to disable and enable the email requests.

Please, go to Project settings > Email requests > … > Disable all email requests > Turn off and then it will show “Turn on email support”, so click on this button to enable it again.

Note that, disabling the email requests on a project won't affect other Jira Service Desk projects.

Also, there is a bug related to this as well where only people added to the group "Administrators" are able to add the custom email. 

• Project administrators can't include or edit a custom email account in the email requests.

If disabling and enabling the email channel doesn't work, you need to talk to your site administrator for them to add the group to your profile.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Don J]

Hi Angélica,

I just disabled and re-enabled the email support but I can't click the email buttons after. 

I don't really understand the workaround presented in the bug you sent me. 
My account is already added as administrator for this project. 

"Workaround

Include the agent as a Jira Administrator."

Best regards Don

[Angélica Luz]

Thank you for the details, Jon.

You are a project administrator and not an administrator of the instance.

With that said, a site admin of your site must go to > Administration > Users and add the group Administrators to your profile.